"Message!"
(Alerts)
(Alerts)
This Alert advises that credit transfers cannot be input as the Command Codes are not available.
What is Alert 24A0094 and/or 24A0104.
When contact is made by a taxpayer regarding a notice or letter they received, what do you NOT ask the TP immediately?
What is the notice or letter number to determine the reason they called, unless required by the IRM.
It is not required and increases the amount of time it takes to handle the call. It also results in Attribute 508 (Appropriate Procedural Action/Answer) being charged as an error.
IRM 21.1.1.4(24)
We proposed an amount due,
there's "information" they didn't report.
CP 2000 instructs to mail their response,
yet phones are a common recourse.
You've overlooked the 922,
though the process codes are in order.
Transfer per the IRM,
But they may also call ...
What is AUR at 800-829-8310.
IRM 21.3.1.6.52.1
What TCD gives guidance on moving payments or credits between accounts?
What is TCD 0225
This is the normal processing timeframe for returns that are sent in by paper.
What is 6 weeks.
IRM 21.4.1.4(2)
This Alert advises that the Secure Object Repository (SOR) Mailbox delivery method will only be offered through the Practitioner Priority Service (PPS) line. All other toll-free lines no longer will offer the SOR as a delivery method.
What is Alert 24A0109
This is required of AM CSRs responding to balance due calls/issues.
What is must access the account and address all non-collection account issues.
Failure to access the account will result in Attribute 101 (Appropriate Referral/Case Transfer) being charged.
IRM 21.1.1.3.1(2)
Language barriers do not help,
but, to help we still must try.
If TTG has let you down,
Why don't you try ___.
What is OPI (Over the Phone Interpreter Service) or Multilingual Product Line at 833-553-9895
IRM 21.1.1.5
When a return is selected for additional authentication, one of the following letters will be sent to the taxpayer advising them to contact, access the Identity and Tax Return Verification Service website, or visit their local Taxpayer Assistance Center (TAC), to authenticate their identity: Please provide 3.
What is the 4883C, 5071C, 5447C, 5747C, 6330C, 6331C, 6167C, & Letter 5216.
IRM 25.25.6.6(2)
A taxpayer can be transferred to the WMAR automated application by using this WMR CSR direct transfer number.
What is 3158 for English or 3258 for Spanish
IRM 21.4.1.4(8)
This Alert tells CSRs how to handle calls where a taxpayer may have received a soft notice, advising the taxpayer there is a difference in the amount of income reported on their return and the amount reported by a third party.
What is Alert 23A0286
Taxpayer submitted a response to a 12C letter with requested schedule and payment confirmation information from IRS Direct Pay. Employee updated the telephone number included in letter, issued a 96C letter, acknowledged receipt of the schedule, apologized for the delayed response, and closed the case. What did the CSR NOT do?
What is acknowledge receipt of the payment.
The fill-in paragraph(s) should address the taxpayer’s correspondence and include appropriate, accurate, and complete information. Failure to address the payment resulted in an Attribute 707 error being charged.
IRM 21.3.3.3.4(9c)
Often confused by RIVO indicators,
CSRs miss or mistake me.
Because questionable wages, withholding, and credits,
are also our focus here at ___.
(Hint)
971140971122971128971
971128MISCAQCPTC191971
971122MISCAQC25971
What is AQC (Automated Questionable Credit) at 855-873-2100.
IRM 21.5.6.4.35.3.1(5).
What date are wage and income transcripts available to taxpayers for 2021?
What is May 22, 2022. NOTE:A wage and income transcript is not available until May 22, 2022, for the current processing year. The transcript will display a message of “No record of return filed” instead of displaying actual wage and income information. (IRM 21.2.3.3.2)
In order to identify PATH Act Section 201 returns, Indicator 1 on IMFOLT means this.
What is Refund Frozen (Return filed before February 15th, claiming EITC and/or ACTC. Prevents offsets)
IRM 21.4.1.3.1(3)
This Alert advises that AM employees should NOT be giving out personal information to any taxpayers. The only items required to be given to the taxpayer is the employee’s name and 10-digit Personal Identification (PID) number. All relevant information is outlined in IRM 21.1.1.4(2)(a), Communication Skills.
What is Alert 24A0077
More than 20 weeks have elapsed since the taxpayer mailed their refund amended return in August. There is no record it was received. What should you advise the TP? Complete response required.
What is apologize for the delay and inform the tp of efforts to resolve delays due to prior campus closures.
Provide the taxpayer with the irs.gov web address www.irs.gov/covidstatus to check the current operational status due to Covid-19.
Advise the taxpayer to allow 16 weeks from the date of their call to check back on the status of their return.
Failure to provide these statements to the taxpayer will result in a Attribute 101 (Appropriate Referral/Case Transfer) error being charged.
IRM 21.4.1.4.1.1
Finished are your fantasies of future furniture,
done are your dreams of dining delights.
We're not sure on what you have going on,
but we have news you're not going to like.
I C T C 8 9 8,
or 9 7 1 A C 5 9 8,
Either way, we hope you're not upset.
No, we don't have your check, please call ...
What is BFS (Bureau of the Fiscal Service) at 800-304-3107.
IRM 21.4.6.5.1
Accounts meeting this criterion can be identified by specific transaction codes (TC 971 AC 121/124/129), the codes do not show confirmed identity theft or a fraudulent return; they show that additional authentication of the caller is needed prior to the posting of the return or releasing of the refund.
What is Taxpayer Protection Program (TPP)
IRM 25.25.6.6(1)
If a refund is frozen by the Return Integrity Verification Operations (RIVO) and has TC 971 AC 122 or TC 971 AC 124 with DLN of the return in question in the MISC field, then you should follow procedures for _______ or _______.
What is AQC (Automated Questionable Credit) or TPP (Taxpayer Protection Program).
IRMs 21.5.6.4.35(2), 21.5.6.4.35.3.1(5)(If/Then), 25.25.6.1.7(2.1)
This Alert advises what to do if an individual calls the IRS to report that a notice, letter, or transcript was mailed, emailed, faxed, EEFaxed, etc., to the wrong address or addressee, or was sent with mixed entity information.
What is Alert 24A0081
Attribute 707 requires Quality and Timely Responses. List at least 5 elements of a quality and timely response.
What is written in plain language
Have a final response or interim letter initiated within 30 days
final or interim response must read "this is in response to" or "thank you for your inquiry of/dated
includes reference to the date of the incoming letter or inquiry
must explain action taken
have correct paragraphs selected
advises taxpayer of any current balance due if required per IRM (if accurate balance cannot be provided, advise using pre-printed paragraphs that an adjustment notice with balance will be issued)
have fill-in paragraphs with correct, complete, & appropriate information
have accurate grammar and syntax
have opening and closing paragraphs
have contact information and number
include necessary enclosures
include account transcript if requested
IRM 21.3.3.3.4
I am an independent organization within the IRS.
I help taxpayers swiftly, and their rights I protect.
I can offer help if tax problems are causing financial woes,
Or if you've tried the IRS and they just couldn't get it resolved,
971 is how I roll, action code is bold in green,
517 or category ATAO on a black screen I know you've seen.
Slow up, don't talk too fast, or comment on any complaints they have.
Because if I'm involved, it means your caller may need to talk to ___.
What is TAS (Taxpayer Advocate Service) at 877-777-4778.
IRM 21.1.3.18.
Direct deposit refund trace requests have a ______ day processing time frame.
What is 90-120 days
IRM 21.4.2.4
Taxpayer accounts with Examination concerns have to meet these criteria in order to be transferred to Exams. List at least 2.
What is:
Open audit with freeze code (-L), an AIMS status code between 10 and 57, AND an unreversed TC 420 or TC 424
A closed audit with an open Exam control base on IDRS indicating there is an open Audit Reconsideration case.
Any status code listed in Exhibit 21.5.10-2 that says to transfer the taxpayer. The call must be transferred based on the PBC code.
IRM 21.5.10.5(4)